The problem with "AI" and message bots does not lie with the technology as much as it is with the implementation strategy.

A lot of companies are doing it to either discourage the customer from interacting with a human or delay that process so that they can save by employing less service agents, that in my opinion is a self- defying policy and harmful to the business on the long run.

There are many customers who are not comfortable using "self-service" and many scenarios where you need a quick resolution that is only possible by a human interaction.

If Smart bots and AI tools are added as another tool in our customer service arsenal, and implemented to complement the "human interaction" it would be a good improvement.